When can I expect my orders to arrive?

Shipping details are listed in the item's respective description section. We ask that you also allow up to 7 days to process your order prior to shipping.

Please note that if you placed an order for multiple items, parts of your order may arrive separately due to different shipping times from our manufacturers located worldwide. 

What if the item I want is sold out?

If the item you wish to purchase is sold out, please send us an email at info@catchu.ca with the product description and quantity requested and we will do our best to advise when it will be restocked.

Do you offer free shipping?

Unfortunately, we can no longer offer free shipping due to increased carrier rates as a result of COVID-19. 

We do offer free local pick up in the Greater Toronto Area. If you choose this option at checkout, the location and pick up time will be emailed to you once payment has been received. Some exclusions to free local pick up may apply and are listed in the product's description.  

Please note that customer is responsible for any duty fee upon delivery. Unfortunately, these rates are not within our control and we cannot take responsibility for them nor can we reimburse you for them. 

Do you ship to the US?

Yes we do! 

Shipping rates for the United States are calculated at checkout and are based on weight, dimension and destination as determined by Canada Post.  

Please note that customer is responsible for any duty fee upon delivery. Unfortunately, these rates are not within our control and we cannot take responsibility for them nor can we reimburse you for them. 

Do you ship internationally?

As of right now, we only ship to Canada, United States and the UK. 

Do you offer refunds?

If you are not completely satisfied with your purchase, we are happy to return any unused item within 21 days of purchase. Returns for pre-orders will be calculated as 21 days from the date you receive a shipping notification with a tracking number or an email to schedule a pick up for those who select local pick up.

If you select local pick up, you are required to pick up your order within one month of when you receive an email to schedule your pick up. Orders that are not picked up within that time will not be refunded and the item will be placed back in stock.

All returns must be confirmed by contacting info@catchu.ca prior to sending us your item. Once the item is received and inspected, we will send you a confirmation email that the order amount has been refunded to the original method of payment.

Please note that we will not refund the original cost of shipping or any duty fees that you may have been charged. Any further shipping and handling costs for the return are the customer’s responsibility. Drop offs at one of our local pick up locations are not permitted and all items must be mailed back.

For US or UK returns, any customs fees the are charged to Catchu will be deducted from the refund amount. 

Returns that are damaged, have missing tags, or are without original packaging will not be processed nor refunded to customer.

We do not offer refunds on drop ship items such as the Jupiduu slide or on custom orders such as ball pits, bumpers, door barriers, floor mats, floor cushions and knot pillows.

We do not offer exchanges at this time.

Clearance items are FINAL SALE. 

What do I do if I receive a damaged item?

We apologize if your item gets damaged during transit! Please contact us immediately at info@catchu.ca if your item is damaged upon arrival. All damages must be reported within 48 hours of receiving your order.